Support service levels are based on severity and are defined as follows.

  • Severity Level 1 (Critical) - Incident affecting the ongoing business operation. Has a major impact on critical operations where agreed service is not available or severely corrupted or degraded to a large extent of the user community.
  • Severity Level 2 (High) - Incident affecting the ongoing services which has substantial impact on business operation where agreed service is not available or corrupted or degraded for limited no of customer or users.
  • Severity Level 3 (Medium) - Incident affecting the ongoing services which has limited impact on business operation where agreed service is degraded for limited user community.
  • Severity Level 4 (Low) - Incident affecting the ongoing services which has little or no impact on business operation where agreed service is not impacted.
Level Faculty Severity Level Target Response Time
1 Critical 4 Hours
2 High 8 Hours
3 Medium 48 Hours
4 Low 72 Hours

During an incident, the following escalation process is proposed:

Severity Level Escalation Process
Critical Dino Corera
Chief Executive Officer
(077) 386 4478
dino@getlayup.com

Suren Dhanushka
Head Of Support
(077) 370 3698
suren@getlayup.com

Navarathna Bandara
Support Engineer
(077) 469 6097
bandara@getlayup.com
High Suren Dhanushka
Head Of Support
(077) 370 3698
suren@getlayup.com

Navarathna Bandara
Support Engineer
(077) 469 6097
bandara@getlayup.com
Medium Navarathna Bandara
Support Engineer
(077) 469 6097
bandara@getlayup.com
Low Navarathna Bandara
Support Engineer
(077) 469 6097
bandara@getlayup.com

Please note that the above service times are within Sri Lankan business hours.

In order to host the solution at an optimal level, CEL is working with an enterprise 3rd party hosting provider to ensure business continuity and keep any impediments with hosting to a minimal.

Maintenance and Outages

All updates and maintenance work is carried out as a rolling deployment. With rolling deployments, the application environment is split into batches and the new version is deployed as an immutable deployment so that the downtime is minimal to zero. These updates include features and latest cloud build.

Immutable deployments perform an immutable update to launch a full set of new instances running the new version of the application in a separate Auto Scaling group alongside the instances running the old version. Immutable deployments can prevent issues caused by partially completed rolling deployments. If the new instances don't pass health checks, they are terminated, leaving the original instances untouched.

Customers will also receive the following support:

  • Layup account manager to help reach key KPIs and advise on best-practices
  • Licensing for required users with access to complete administration panel and course management interface
  • Periodic security auditing

In a scenario where an unplanned outage occurs, this will be notified within a time period of 48 hours.

Service Monitoring and Performance Evaluation

Layup uses AWS CloudWatch alongside Amazon Elastic Beanstalk Health and Monitoring services to collect and track metrics, collect and monitor log files, set alarms, and automatically react to changes in the application.

Through these services, you can gain system-wide visibility into resource utilization, application performance, and operational health. Reports on application performance can be provided on request.